Some Marketing Thoughts - "The 3 R's"
"Clients doesn't care about you, they care about themselves".
While this may seem like a bold statement, we think it is true in every case that we work on. You have to show that you care about your client. You can't fake the fact that you care. A client has an intuitive ability to determine if you indeed do care about his or her case.
There are three "R's" of good client service.
You need to respect the client. The first rule of respect is relatively obvious, in that people want to be held to a certain level of esteem by you. Consideration needs to be shown for their thoughts and their feelings.
The client is going to make judgments based on how you communicate your advice to them. You need to make a connection with your client and ask yourself:
What do I, or could I, like about this person? Do I understand this person? What is the quality of my communication with this person? What ideas does this person have that I can appreciate? The purpose of this kind of analysis is to get your thinking aligned with the client to respect their feelings.
The second "R" is building rapport.
What is rapport? Before influence can sink in or leadership can be effective, you have to create a certain level of trust and rapport with your client. Rapport is defined as an agreeable or harmonious relationship. The client is going to come back if that lawyer has their best interests in mind throughout the retainer. The real question is, "Does the client feel that the lawyer has his or her best interests at heart and can that lawyer assist the client"?
Essentially, there is an interdependence between the client and the lawyer. The client eventually comes to a level of trust where he or she is going to respect and act on the advice given by the lawyer.
The third "R" is the rules, sometimes referred to as the client's rules. Every client has his or her own expectations and rules. Typically, the client comes in with his or her own reasons for his or her own agenda. The rules need to be respected and always considered.
With these three "R's" in mind, we're well on our way to improving our client services.
All the best, Suzana and Ian.
Great advice Ian. If I didn't already know that you're a lawyer, I'd have pegged you as a leading communications consultant! See in Kingston at Podcasters Across Borders.